Legal
Fees & Refunds
Last updated: September 23, 2026
Crestwyn does not take payment on this website. Every engagement begins with a written Statement of Work (SOW) under our Master Services Agreement. That agreement sets the scope, the fee and the payment schedule. This page is a plain-language summary of how fees and refunds work. If it differs from your signed agreement, the signed agreement controls.
How fees work
Project engagements have a fixed fee stated in your SOW. You pay in two parts:
- A kickoff payment of half the fee, due when the SOW is signed. Work begins when the payment has cleared.
- The balance, invoiced when you accept the final deliverable.
Ongoing engagements have a monthly fee stated in your SOW, billed in advance.
Invoices are sent electronically and can be paid online. Unless your SOW says otherwise, invoices are due within 15 calendar days, and the kickoff payment is due on receipt.
Acceptance and revisions
Each deliverable is accepted in writing on a short acceptance form. You can accept it, accept it and request revisions, or tell us it is not accepted and why. Nothing is accepted by silence. Your engagement includes one review cycle for each deliverable. The balance is invoiced only once you have accepted the final deliverable.
If a deliverable does not meet the scope
If you tell us a deliverable does not meet the scope in your SOW, we will revise it once at no additional charge. If it still does not meet that scope, you may end the engagement, and we will refund the fees you paid for that deliverable.
Scope is what your SOW promises: the deliverables, formats and services listed. A deliverable that leaves out something the SOW promised does not meet scope. A strategic recommendation you would have made differently, but that was prepared with reasonable professional care, does not on its own fail that test.
Ending an engagement early
Either of us may end an engagement by written notice, as stated in your SOW and Master Services Agreement. If an engagement ends early:
- You pay for deliverables you have accepted and for work performed up to the end date.
- If you have paid for work we have not done, we refund it within 30 days of the end date.
- If you end the engagement before work has begun, we refund the kickoff payment in full.
Ongoing engagements
Notice periods and any minimum term are stated in your SOW. The fee for the month in progress when an engagement ends is not refunded or prorated.
What is not refundable
- Fees for deliverables you have accepted.
- Fees for work already performed.
- Approved third-party costs already incurred.
Crestwyn does not guarantee business results such as leads, clients, assets under management, revenue or rankings. A result that did not occur is not a basis for a refund.
How to ask
Email hello@crestwyn.com with your SOW number and a short description of the issue. We will confirm in writing. Approved refunds are returned to the original payment method within 30 days of our confirmation. Refunds are calculated on the amount you actually paid.